PLAYERS IN, PLAYERS OUT
The Game of Balancing Acquisition and Retention

Acquiring new players is expensive. Every operator knows this, but few realize the biggest competitive advantage in iGaming isn’t found in another affiliate deal or paid media channel; it’s sitting inside their underinvested support function.

Our second report, produced in partnership with SBC Media, reveals a striking disconnect: operators understand what drives retention, yet allocate the least budget to the functions that deliver it.

Leveraging survey data from iGaming operators worldwide, it examines current spending priorities, the manual monitoring bottleneck, and how AI-powered support is turning customer service from a cost center into a retention engine.

What You‘ll Learn

• Why 70% of operators identify fast issue resolution as the top retention driver, yet only 5% make support a top spending priority
• How 75% of operators still rely on manual supervisor review to catch at-risk players, and why that approach can’t scale
• What the 35% of operators using LTV attribution models know that others don’t about measuring support ROI

Why It Matters

When customer support is treated as a cost center, retention suffers. When it’s repositioned as a revenue driver with the right technology and metrics, every interaction becomes an opportunity to increase player lifetime value.

Acquisition channels are becoming more expensive and less effective. The operators who recognize this shift and reallocate investment toward retention infrastructure will capture outsized market share.

Backed by global operator data and expert analysis, this report is essential reading for anyone leading customer experience, operations, or commercial strategy in iGaming.

Get the strategic insights you need to transform support into your competitive advantage. Download the report today.